Engineer, Enterprise Service Desk

Job Summary

Abacus's Level Three Support - Engineer role is responsible for the design and implementation of customer-facing and internal systems, including public and private cloud environments as well as on-premise infrastructure and telephony systems, all while providing a world-class client experience daily. In addition to leading projects, Level Threes provide escalation support to all service delivery team members.

Responsibilities (including, but not limited to)

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Assist clients with the design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software
• Troubleshoot and resolve client emergencies with minimal oversight, persevering until resolved
• Work with vendor representatives to resolve software and hardware issues
• Install and/or upgrade Microsoft Server Operating Systems
• Perform advanced virus, malware, and ransomware mediation
• Provide professional-quality server room cable management
• Create and maintain high-quality, detailed documentation
• Resolve complex backup issues and perform restore testing
• Notify Client Success Managers when outdated equipment causes repeated issues
• Install, configure, and support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
• Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed-upon outages
• Remain accountable for continued customer satisfaction, coordinate all activities with the client, assist with client training, and represent Abacus in a professional manner

Qualifications and Education Requirements

• Associate's degree in a technology-related field required
• 5-7 years of systems engineering experience required
• 5-7 years of experience working in Microsoft environments required
• MSP-specific experience preferred
• MCSA: Server Infrastructure 70-410 preferred
• MCSA: Server Infrastructure 70-411 preferred
• MCSA: Server Infrastructure 70-412 preferred
• MCSA: O365 MS-100 certification preferred
• MCSA: O365 MS-101 certification preferred

Knowledge, Skills, and Abilities

• Windows 2016/2012 Servers
• Active Directory
• SharePoint
• Exchange Servers
• Backup technologies
• Internet, DNS, email, and communication issue troubleshooting
• VMWare
• Citrix
• VPN
• Terminal Services
• VoIP
• Voicemail
• Analog systems
• Vendor-specific hardware and software Engineer, Enterprise Service De…

Attributes That Will Drive Success

• Strong problem-solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes
• Strong team-player mentality
• Ability to remain calm and present yourself professionally in high-stress situations
• Adaptability and willingness to alter shifts and job requirements to meet the needs of clients and Abacus
• Ability to complete all required training and follow all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories
• Demonstrates a proactive approach toward safety, health, and quality in compliance with all Company, governmental, and customer requirements